Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Exceptional results-driven customer service professional offering 15 years experience of strong leadership in developing diverse, dynamic, high-performing teams obsessed with creating "wow" moments to promote raving fans of each and every customer. Highly skilled in Lean Six Sigma for continuous process improvements, data analysis, and meticulous at juggling multiple large-scale projects.
Skills
Lean Six Sigma
Training and development
Quality assurance and control
Data analytics
Project management
Salesforce, Zendesk, Tableau, JIRA, Bugzilla
Executive Escalation specialist
Schedule management
Exceptional interpersonal communication
Work History
2017 to CurrentNorth America Customer Service ManagerHologic | Salem, OR,
Scale, lead, train, and promote career development of Service (customer care and technical team) of 62 direct reports (phone, chat support)
Leverage Lean Six Sigma to conduct post-mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues
Implemented customer care strategies which resulted in 12% improvement in CSAT and 10% Issue Resolution
Ensure successful launch readiness for new product launches (Model 3) through training initiatives and presenting KPI progress and support needs directly to Director and VP of Tesla Service
Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
Investigate and resolve customer Executive Escalations and share learnings
Develop new processes for employee evaluation which resulted in marked performance improvements
2012 to 2016Senior Manager Technical SupportApple Inc. | City, STATE,
Managed 24/7 365 day chat and phone support for North American Tier 1, Tier 2, and Tier 3 Customer Support team
Designed, implemented, and managed processes, programs, and systems to increase productivity by 15% and customer satisfaction from 79% to 93%
Created and presented regular KPI reports/progress to Executive teams
POC to investigate and resolve customer/executive escalations in an empathetic manner
Conduct CSR performance reviews (weekly, monthly, quarterly, annually) to identify individual development needs with appropriate training
Coordinated department schedules to maximize coverage during peak hours.
2010 to 2012Manager of Global Customer CareNetflix, Inc | City, STATE,
The Leader of Tier 1, Tier 2, Tier 3 Global Customer Support (chat and phone support channel)
Supported VP of Customer Care with daily operational functions
Rolled out the successful launch to expand streaming service in the United Kingdom
Utilized Lean Six Sigma for continuous process improvement
Devised and published KPI metrics progress reports to the Executive team to measure the organization's success in delivering world-class customer service
Exceeded all customer support KPI's (improved CSAT from 82% to 91%, average handle time from 14 minutes to 8 minutes, and Issue Resolution from 80% to 90%
Provided accurate, specific, and timely performance feedback for CSR's to create highly empathetic customer interactions
2005 to 2010Customer Care Support ManagerYahoo, Inc. | City, STATE,
Supervised team of 25 Customer Care representatives in North America (chat, phone, email support channels)
Created Concierge Team to support and resolve sensitive executive escalations from the executive team (Directors and above)
Managed work-flow to exceed quality service goals (increased customer satisfaction to 88% from 69%, issue resolution to 87% from 65%)
Followed-through on all critical inter-departmental escalations to increase customer retention rates
Trained staff on operating procedures and company services.
Maintained up-to-date knowledge of product and service changes.
Education
Expected in 2001BBA | Business AdministrationPortland State University, Portland, GPA:
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